Priority Services Register

We make sure people on our Priority Services Register get the practical support they need. It’s completely free, and once they’ve signed up, they can stay on it for as long as they like.

We can help a really wide range of people who need us, with a wide range of practical support.

Who we can help

People who are self-isolating due to the Coronavirus

For those of you who are having to self-isolate due to age or an underlying health condition or if you have been identified as a high risk group we can support you with the help you may need.

People who need temporary support

We can support you when experiencing life changes, such as bereavement, divorce, job loss and recovering from hospital treatment. By registering for our Priority Services Register, we can look at the best ways to support you managing your account with us and make sure you're a priority during any changes to your water supply.

People reliant on medical equipment

If you receive home dialysis or any other form of automated medication you'll receive personal updates when your supply will be interrupted as far in advance as possible and provide support during major interruptions.

People with children under 12 months or expectant mums

If you have young children or are pregnant we'll contact you as a priority if there is going to be an interruption to your water supply.

People with sight, hearing or speech impairments

If you're blind or partially sighted, deaf, have a hearing or speech impairment we can send your bills in alternative formats or send your bill to a friend or relative.

People with restricted mobility or a disability

If you or someone you care for has a physical impairment, or restricted mobility we can help with reading your meter and support you via our knock and wait service at a time when we are able to visit our customers again. In the meantime, you can contact us should you need us by calling us.

People with a serious or long term illness

We can look at the best ways to support you managing your account with us and make sure you're a priority during any changes to your water supply, if you or someone in your household is living with a serious or long term illness.

Mental health

1 in 6 people experience a mental health problem. We all struggle at times which can have an impact on finances. We want to help and have a number of ways you can speak to us including telephone, email and live chat where we'll work with you to provide the right support.

Carers

If you are caring for a loved one, we can help support you manage their account by registering for our nominee scheme. By registering them onto the Priority Services Register, we can contact you as their nominee in the event of any changes or disruption to their water supply to ensure they can get the help they need.

Support with managing your account

If you have difficulty communicating or find it hard to understand your bill and other information you receive from us, you can nominate a carer, family member or friend to speak to us on your behalf or receive your bills.

Or we can have someone call you to talk through your bill or we could arrange a home visit to talk to you in person at a time when we are able to visit our customers again. In the meantime, you can contact us should you need us by calling us.

If you want us to contact a relative, friend or carer about your water supply and/or bills, with your permission they will be our first point contact and will be able to contact us on your behalf.

Password scheme

You can choose a password for us to use when we need to visit or contact you so you always feel safe.

Bottled water (if your supply is interrupted)

If there is a burst water main which means we need to turn off your water supply our dedicated team will contact you and where needed deliver bottled water.

Alternative ways of getting information

We can send bills in Braille, large print, Audio format or read them out over the telephone.

Reassurance against bogus callers

We can confirm a callers identity to give you peace of mind that they are genuine by describing the person. We will also give you a code for the visitor to confirm.

Interpretation services (Language line, BSL)

British Sign Language users can contact us using a Sign Language interpreter, through the InterpretersLive! Service, provided by Sign Solutions.

If English isn't your first language, please ask for our language line service 03457 919 155 or if you prefer you can chat with someone online (look out for the Live Chat pop-up at the side of the screen).

Minicom

We offer a 24-hour text telephone service for customers with speech or profound hearing difficulties. If you have a Minicom unit we can talk to you through a special keyboard. Call us on 0800 917 5901.

If you don’t have a minicom unit you can still use a text relay service via a mobile phone or other mobile device by downloading the Relay UK app for free here.

Help with reading the meter

If you find it difficult to read your water meter we can find ways to help you.

Your energy provider's register

Our region’s energy distributors, UK Power Networks and Western Distribution also have a priority services register. If you think you may need extra help during a power cut due to being medically dependent on electricity, elderly or disabled or if you have specific communication needs you can find out about their Priority Service Register: